Job Description:

Key Responsibilities/Outcomes:
Co-ordination of major incidents during shift
Detailing of shift take-on and hand-over duties
Maintenance of service documentation
Answers basic questions on call about installation, operation, configuration, customization, and usage of assigned products.
Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.
Production of regular shift reports for Operations Team Leader and managers
solutions to correct common failures.
Escalates complex problems to the Remote Support Engineering staff or Field Engineering.